Manitoba family stranded in Mexico; can’t get flight until next month

Some Manitobans remain stranded in Mexico days after cartel violence shut down Puerto Vallarta. CTV's Danton Unger reports.

A Manitoba family is stranded in Puerto Vallarta, saying they are dealing with a lack of communication and poor flexibility from the airline they are booked on.

Trent McPhail is currently in Mexico with his wife and two kids. The family was initially supposed to return to Winnipeg on Monday; however, their WestJet flight was cancelled amid ongoing cartel violence in the region.

Since flights have resumed, McPhail has been trying to contact the airline and get on a direct flight as soon as possible but said he’s just been left frustrated.

Specifically, he said, it’s been difficult to get in contact with WestJet and use their online tools, adding there’s been a lack of communication and information about flight changes.

“The frustrating part is we see flights. We see seats from [Puerto Vallarta] to Winnipeg, like we bought direct flights,” he said in an interview on Thursday.

“They’re for sale and we can’t get ahold of [WestJet] to change them.”

McPhail said he managed to get in contact with a WestJet representative on Thursday, who told him the earliest direct flight he can get is on March 4—over a week and a half later than the family’s original flight.

McPhail said he doesn’t feel like WestJet is prioritizing them, even though the airline has been publicizing recovery flights and saying they will look after their customers.

“If they had just told us, ‘Hey, you know what? We’re working on it; we’re going to get back to you by this day,” he said.

“Not just, ‘You know what? You’re on your own. You figure it out and tell us.’ That’s been the most frustrating part.

The flight cancellation has also forced McPhail and his family to stay longer than originally planned, meaning more money spent for a hotel.

He said when he asked WestJet if this will be reimbursed, he was told “maybe” and that he’ll have to submit a claim to find out.

“I’m just frustrated that WestJet just thinks our passenger rights are a joke. [That] they don’t have to follow them,” he said.

Moving ahead, McPhail hopes his family can get on a flight sooner than March 4. If not, he said he will try and get as much work done from Mexico as possible.

“We’re stuck and they’ve got us where we have no choice.”

In a statement, WestJet said the airline has resumed flights to and from Puerto Vallarta and are adding additional flights to accommodate those looking to return from the region.

“We have scheduled a total of 12 additional flights and are looking at options to add more depending on demand,” wrote Julia Kaiser, a WestJet media relations advisor.

Kaiser added guests who booked their trips through a travel agency, online booking agency or corporate travel arranger are asked to contact those services directly.

WestJet will review all expense submissions incurred due to the disruption, she added.